In a 2015 Forrester customer service survey to more than 7,000 adults in the United States, 77% stated their top priority is to have companies value their time. Optimizing your contact center to support customer expectations has an invaluable impact on satisfaction and loyalty.
The white paper â€œContact Centers Must Go Digital or Dieâ€ illustrates:
â€¢ How to deploy digital channels to match your customersâ€™ communications preferences
â€¢ Why you need multichannel features and training for your contact center staff
â€¢ Ways to integrate and maximize self-service channels, such as web chat
â€¢ Best practices for efficient escalations and staff training
â€¢ How to leverage data and real-time reporting to optimize customer support